We are working on an exciting new role based in Southend for a Customer Service Representative to join an ever evolving team.

Our clients have multiple sites across Essex and are looking for this person to be Southend based, where you will focus on Customer relationships and managing customer queries.

MAIN RESPONSIBILITIES AND DUTIES

• Customer, SPOC (Single Point of Contact) and Supplier support; collaborate with customers, suppliers, and internal departments, providing daily feedback and updates on open repairs through to order completion.
• Customer Interaction: Directly liaise with customers to provide work order status, respond to general enquiries, and react to customers within targeted timeframes, ensuring customer expectations are met according to established customer service standards.
• Sales Targets: Work towards departmental sales targets alongside the Sr. Commercial Officer. Nurture new business opportunities and maximise each sales opportunity.
• CRM: Build and nurture customer relationships, coordinate open orders, and maintain up-to-date order diary notes and customer status reports.
• Complaint and Quality Management: Manage potential customer complaints, report on internal quality issues, and provide feedback on any customer Non-Conformance Reports received.
• Gain customer confidence and relay technical information between workshop engineers and the customer.
• Damage and Compliance Reporting: Evidence and report customer-induced damage, gather commercially sensitive information from customers on pricing, performance, and opportunities to improve and grow the business.
• Contract and Invoice Support: Advise and assist with contract queries, invoicing issues, and credit control.

CROSS DEPARTMENT FUNCTIONALITY (NON-CORE RESPONSBILITY)

• Purchasing a wide range of aircraft parts and materials in-line with operational procedures.
• The timely placement/fulfilment of Purchase Orders (PR-POs) and delivery of parts in-line with operational requirements such as Material Reviews (MR).
• Responsible for monitoring, from time-time; shipments arriving from outside the UK, ensuring work with suppliers and internal departments providing daily continuity, feedback, and updates on open repairs.

QUALIFICATIONS

Our client requires someone with a high level of Customer Services experience with focus of delivering value, Supplier experience advantages.